Eduardo Trujillo Email and Phone Number

As a BPO Vendor Management Consultant at GoFundMe, I specialize in the implementation, onboarding, and overseeing the company’s Business Process Outsourcing (BPO) operations for Classy, Inc. My role involves strategizing and executing the launch of new BPO partners, ensuring seamless integration and operational efficiency. I lead the development of job descriptions, training materials, and curriculums, and I am responsible for the training and onboarding of BPO staff. Additionally, I manage ongoing BPO partner processes, including communication protocols, and escalation procedures. I serve as the primary point of contact for product-related queries and internal escalations, ensuring robust governance and alignment with internal stakeholders to achieve strategic outsourcing objectives.

With over 10 years of SaaS experience under my belt, I'm proud to be a leader of the Customer Care team at Classy Software Company, where we're all about elevating nonprofits and their missions through fundraising. From our early startup days, to our 2022 acquisition by GoFundMe, I've been part of the collective journey - playing a critical role in shaping our customer support strategy.Key Accomplishments:Growing Together: As one of the founding 3 members of the support team, we have scaled to a specialized team of 35, and growing! I’ve proudly focused on bringing in incredible talent and fostering a diverse environment supporting two products: Classy & Classy Live.Nurturing Talent: One of the things I’ve loved most is creating an environment where my team members reach their full potential. I’ve supported them to build their careers in Support or move on to other parts of the company, bringing with them the customer-centric mindset they've cultivated during their time on our team.Setting Us Apart: Our customer support isn't just a service, it's a game-changer. We've fostered impressive CSAT scores (4.75, if you're wondering!) and our customers consistently rave about our support when they respond to our quality surveys.Juggling Act: I’ve mastered the art of delivering speedy, consistent, and accurate service. I believe it's all about finding that sweet spot and making sure our customers feel heard and valued. During a year of scaling, it’s been an exercise of listening and refining processes for success.

Coach and Manage the Tier I Customer Care Team.- Became recognized as a culture builder and carrier at Classy.- Develop and refine processes, skills, and behaviors that lead to speedy team SLA and KPI achievement.- Work with Sales & Post-Sales leaders to solve for company, team, and individual opportunities.

Classy is a social enterprise that creates world-class online fundraising tools for nonprofits, modernizing the giving experience to accelerate social impact around the world. Since 2011, fundraising on the Classy platform has doubled each year—resulting in thousands of nonprofits collectively raising over half a billion dollars. Based in San Diego, CA, Classy is trusted by organizations of all sizes, from the fastest-growing nonprofits like Team Rubicon and The Trevor Project, to some of the world’s largest social organizations, such as Acumen Fund, Robin Hood Foundation, and Shriners Hospital for Children. Classy also hosts the annual Classy Awards to spotlight the innovative work nonprofits are implementing around the globe. Backed by prominent technology investors, including JMI Equity, Mithril, Salesforce Ventures, and Bullpen Capital, Classy has raised $53 million to-date in growth capital. For more information, visit www.classy.org or follow Classy on Twitter @Classy.

- Developed a coffee educational plan to provide partners with a background to connect with customers and increase at home coffee sales, to achieve our goal of 20% growth in FY12. We were the only store to achieve these results in our district.
 - Continued growth by becoming a coffee master and taking on a role that would drive coffee sales, improve on customer satisfaction, and provide expertise.
- Implemented a coffee waste management project to help save a projected $1,100 per year.
- As a barista trainer have trained and provided redirection, and mentored more than 100 partners during my career. 
- Using several database and business reporting tools am able to identify business successes and opportunities.

Academic research in the Dr. Michele Nishiguchi Marine Symbiosis Laboratory at New Mexico State University.Investigated the evolutionary relationship within a family of Squid, Gonatidae, using genetic information.Was provided with tissue samples from collaborative researchers and built upon a database that was previously started. Used PCR and DNA sequencing to process mitochondrial loci 12s, 16s, and CO1 rRNA. Developed phylogenetic trees using POY a bioinformatic computer program based on parsimony and interpreted the data. Through this project we were able to discriminate a species of this family that was previously thought to be more closely related base on morphology. Performed daily research tasks such as PCR, DNA Extraction, DNA Sequencing, Cell Culture, Sample Processing, Tissue Dissection, Gel Electrophoresis, and Sound record keeping.Performed field work and collection of scientific specimens in Hawaii summer of 2009.

Leadership role, with a focus on legendary customer service and team coffee education. Continue to reach for overall business success by striving to reduce wasteful behaviors and always looking for ways to keep myself goal oriented.Participated in the opening of 2 new company operated stores. Trained brand new teams of 20+ partners and developed a working environment with a strong belief and practice of the Starbucks culture of Legendary Service.